Customer Care Manager - Product Support

About Our Client The organization operates in the music technology and consumer electronics industry, addressing the challenge of providing expert support for complex audio products. It delivers advanced product support across multiple lines through channels such as email and phone. The organization is recognized for its craftsmanship and sound quality, serving music makers globally with equipment used in home, project, and professional studios. It focuses on creating reliable, high-quality audio tools that inspire creativity in music production. About the Opportunity The Customer Care Manager - Product Support will lead a specialized team providing high-level customer service and technical support for complex audio products. This role is essential in ensuring customer success by managing escalated issues, driving improvements based on customer feedback, and supporting cross-functional collaboration to influence product development. The position contributes directly to enhancing customer satisfaction and operational efficiency within the customer care function. Responsibilities Team Leadership: Lead and mentor a team of Customer Care Representatives to promote continuous improvement. Provide strategic guidance to support team development and performance. Daily Operations: Coordinate daily and weekly tasks with department leadership for efficient operations. Prepare reports on team performance, customer feedback, and operational metrics. Escalation Management: Resolve escalated customer service and technical support issues promptly and professionally. Training and Enablement: Develop and implement comprehensive training programs for new hires and ongoing technical skill enhancement across the team. Cross-Functional Collaboration: Collaborate with Product Development and Sales teams to represent customer needs and influence product design. Data Analysis: Analyze customer feedback and service metrics to identify trends, pain points, and continuous improvement areas. Requirements Management Experience: Leadership experience in customer support, preferably within the technology or consumer electronics sectors. Experience in customer service management and project management is required. Domain Knowledge: Technical familiarity with audio recording equipment and digital audio workstations (DAWs) is preferred. Service Principles: Strong knowledge of customer service principles and a deep commitment to delivering quality technical support. Analytics and Tools: Analytical and problem-solving skills with high attention to detail. Familiarity with standard customer support ticketing tools and communication systems. Soft Skills: Excellent communication and interpersonal skills for engaging with diverse stakeholder groups. Ability to manage multiple priorities in a fast-paced environment. Education: Bachelor’s degree in a relevant field or equivalent professional education and experience preferred. Compensation & Benefits Compensation Salary Range: $85,000 - $95,000 annually. Note: Final base salary will be determined based on the cost of labor for the city or state where the new hire resides at the time of hire. Benefits & Perks Financial Growth: Profit sharing opportunities and stock options. Health Coverage: Comprehensive medical, dental, and vision insurance. Retirement Savings: 401K Safe Harbor contribution matching. Time Off: Flexible time off benefits including PTO, sick leave, and paid company holidays. Equal Opportunity Statement Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. About RemoteHunter RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.